Table 1.

Prior research about secondary crisis communication.

Studies	Key finding(s)	Method	Theory	Antecedent	Outcome
Dinardo (2002)	The Internet has the potential to aggravate efforts in communicating crisis management plans.	Case study	—	—	—
Chevalier and Mayzlin (2006)	The impact of negative online reviews is greater than positive reviews.	Analytical	—	—	—
Sweetser and Metzgar (2007)	Blogs impact the perception of the level of crisis, and relationships created through blogs impact the perception of crisis.	Experiment	—	—	—
Alfonso and Suzanne (2008)	Internet-based technologies accelerate crisis communication and can also provide solutions to resolving them.	Conceptual	—	—	—
Schultz et al. (2011)	The medium matters more than the message: crisis communication on Twitter led to fewer negative crisis reactions than blogs and newspaper articles.	Empirical	—	Apology and sympathy, medium	—
Bambauer-Sachse and Mangold (2011)	Negative online product reviews have a detrimental effect on consumer-based brand equity.	Empirical	A	—	Brand equity
Liu et al. (2011)	Crisis communication form and source affect how successful organizational crisis response strategies will be.	Experiment	B	Crisis communication form and source	—
Utz et al. (2013)	Participants in the newspaper condition were more willing to share the message than participants in the Facebook condition because people consider traditional media to be more credible.	Empirical and experiment	—	Medium, crisis type	—
Coombs and Holladay (2014)	Monitoring reactions of stakeholders reveals how individuals act as crisis communicators on social media and how messages serve as barometers of the effectiveness of an organization's crisis response.	Case study	C and B	—	—

Note: A = attribution theory; B = situational crisis communication theory; C = Contingency theory.